Contact Centre Staff

6 months ago

Jakarta, Indonesia byOrange Full time

**Who We Are**

Orange provides your personalized go-to pool of strategy planners, creatives, and technologists for your brand and campaign that aren't part of your daily routine. Strategic managers, content specialists, conceptual creatives, producers, SEO experts, product managers, and others are among the impact players who are held match-fit for your brand.

**About the Role**

We are looking for a Contact Centre Staff for our P2P Lending product to oversee daily activities of the customer excellence team and help the Operations Team. This role also should be a responsible staff with an analytical and strategic mind and have a broad knowledge of the business. Furthermore, this role will be part of Operations Organization.

**What You Will Do**
- Keep self accountable to provide all customers with an outstanding customer experience (being defined as providing accurate solution in the shortest time possible while maintaining excellent customer-obsessed attitude)
- Act as a link between the team and Product/Tech department to identify and analyze roots of problems & potential problems, and develop long-term permanent solutions using all data provided (not just a quick-fix)
- Ensure weekly call center performance goals for customer satisfaction, quality, productivity and key performance metrics, not limited to: Solved Ticket/Incoming Ticket Ratio, Average Resolution Time, First Reply Time, Average Handling Time, Service Level, Critical Error Accuracy, CSAT.
- Stay informed of all new and upcoming products and services.
- Constantly monitor customer feedback and impact of new and existing initiatives on customer satisfaction and utilize the feedback to review and improve services for the future.

**Qualifications**
- 1+ year of relevant work experience in a fast-paced environment (consulting or tech company)
- Strong drive and project management skill
- Bachelor's degree (or equivalent professional experience in Customer Service)
- Strong communication skills and fluent English is a big plus
- Excellent communication skills
- Professional experience in basic Microsoft Office.
- Ability to work collaboratively in a team environment.

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